2020 General Manager Finalist Interview, featuring Amitabh Rai
Ambitabh Rai is the General Manager of The Ritz-Carlton, Bangalore and a General Manager finalist for Stelliers 2020. Rai sees the value of innovation and the importance of constantly elevating guest experiences during this challenging time. He embodies the Ritz-Carlton values, bringing genuine care and warmth to his guests, the property and his team members. Learn more about Rai’s journey to becoming an outstanding hotelier.
1. Describe your childhood and upbringing. Where and when did your interest in Hospitality begin?
My father was a member of the Indian Air Force, so I grew up following his footsteps and traveling the country from Bangalore, Delhi, Calcutta, Thiruvananthapuram to Assam.
My innate passion for exploration started at a young age, I was fascinated by cultures, places and meeting people of different ethnicities. It is my belief that an individual’s true calling will open doors for them in life. I knew my calling had involved traveling and at first, I wanted to become a pilot so I could explore the world. However, destiny had a fascinating way of making your dreams come true –– it was the hospitality industry that opened its doors to me.
The hospitality industry gave me wings to fly like I wanted to as a pilot. This line of work embodies the essence of celebrating people, fostering meaningful relationships and embracing the world with open arms. After 26 years in this industry, I must confess that it is my calling and the role that fulfils my ever-evolving aspirations, both professionally and personally.
Throughout these years, my drive comes from the opportunities to mentor and motivate others in the hospitality industry, who go on to achieve extraordinary success.
2. Was there a particular turning point in your career that contributed to your success?
At age 29, I took on the role of the General Manager of a celebrated hotel –– The Oberoi Grand –– this was a real turning point in my career. The hotel was a shining star in the Oberoi Hotels and Resorts portfolio, and I was the youngest hotel General Manager in India at the time.
It was an incredible experience, to say the least. The opportunity came with great responsibilities and big shoes to fill. Like steering a ship, managing The Oberoi Grand required knowledge, experience and maturity that was beyond my years, but I was determined to raise the stakes and bring the hotel to the next level.
My time at the hotel taught me many lessons, including the value of perseverance and the importance of being an intuitive leader. Above all, the experience enhanced my greatest virtue, which is to always have the courage to pursue my dream.
3. Covid 19 has been (and still is) an immense challenge for the hospitality sector, can you share how you decided to lead your team and the property through this period?
Empathy and resilience are the two values we practice at our property every day during this time.
Every dark cloud has a silver lining and we have found many opportunities by lifting our spirits and creating fresh new experiences. We continue to do what we do best, which is looking after our guests with genuine care and warmth at The Ritz-Carlton.
Aside from prioritising our guests’ experiences, the employees’ sentiments have been a primary focus for me. I have ensured that the winning team is still with us and receiving support physically and mentally. Training, resources and engagement activities have continued to take place and the HR department has been very proactive, offering personalised solutions to resolve our team members’ concerns.
My message to my team has been, “we will overcome.”
To do so, we need to accept that we’re in unfamiliar territory and challenges will be frequent and imminent. While we may make mistakes in this new environment, how we respond and learn from each mistake will determine our success moving forward.
I believe that each of us will need to break out of our mould and act as if our lives depended on it to face these challenges head-on. We have to think outside the box and challenge the status quo. We have to be bold and attempt to hit the ball out of the park.
Yes, we may fall and fail, but we can’t lose if we keep getting back on your feet.
4. The hospitality industry has an interesting road ahead, what do you think the next few years hold for the sector and its recovery?
The new paradigm shift in the hospitality industry calls for innovation in experiences. We must accept that corporate international travel will take years to resume to sustainable levels, thus, it will be critical to find alternative sources of revenue.
At a fundamental level, this year has taught us the value of time and relationships. I believe that travel for leisure, curated experiences and much-needed getaways are untapped opportunities that we can capture as a next step.
Currently, we’re working on curating experiences to re-imagine and establish Bangalore as a leisure destination, collaborating with historians to bring forth stories, places of historical importance and experiences that have been lost with time. An example is an early morning breakfast cycling tour of the city. Guests are invited to explore and witness the intricacies involved in the traditional loom weaving of the famed Mysore silk sarees. Other examples include a day tour to local vineyards for an exclusive wine and cheese tasting or a heritage visit to the Tipu Sultan Summer Palace.
We hope that these unique experiences will inspire travelers from the world to visit and explore the food, music and art treasure troves hidden in Bangalore, India.
5. If you could invite anyone over for dinner, who would it be?
Mr Elon Musk. He is a visionary who walks the talk and has consistently delivered with his sheer brilliance and creative audacity. It would be a pleasure to get to know him over dinner and learn from him.
6. What is your motto?
“Do what you feel in your heart to be right. You'll be damned if you do, and damned if you don't.”